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Early this year I received an Aroma Toaster/Broiler Oven model #ABT-214 as a gift. The baking rack and the broiler rack were poorly welded so that the "crossbars" were coming off. I was unable to get satisfactory use of it so I called the customer service dept. and spoke with Diana. On many subsequent calls I also spoke with Destiny. I was put off several times and told a variety of "stories", one was that they would send me new racks, then that they didn't know what kind of racks fit that model, and finally that if I returned the racks they could then replace them both.
I did so and still didn't hear from anyone. At my last attempt I was told that the racks couldn't be replaced. I suggested that they send me a new toaster oven. I was told to return the oven and they would "see". I requested a call tag and was told I should return it at my own expense. I asked for the manager and was told that the speaker WAS the manager. I then requested that she ask HER supervisor to get in touch with me by the end of the week and threated to post a public complaint. No one called (consistent with my entire long involved history with this company) so here is my complaint.
I have wasted hours on the phone on hold and explaining the situation for a toaster oven that was minimally useful before but now completely useless. This company should send me a new toaster oven immediately! And they should get a factory that knows how to weld.
They can be reached at [protected]@aromaco.com. Aroma Housewares Company is located in San Diego at 6469 Flanders Drive. Zip code 92121
First called two weeks ago to ask a simple question so I could place an order for mother's day. I called [protected] and spoke to Destiny in customer service. After asking my questions she told me she would call me back "by the ending of her business day" she said this is by 4:00. I never got any call back and no message on my voicemail. I called the next day and spoke to the same person and she said that she would call me back by 4:00 again and that she had to speak to someone else to get the answer to my question. I had a simple question and did not understand why on earth she would need to ask someone else. AGAIN... never got any call back. Called again the next day she answered again. I told her i never got a call back from her and she said that she was sorry and has been very busy and would get the answer to my question and promised to call me back by the end of the day. NO CALL BACK! NO ANSWERS TO MY EMAILS! I have three products already from this place and have thrown them away. Thanks for ruining mothers day! I have sent so many emails and called so many times and NOTHING! When i finally asked to speak to a manager she told me that he was not available and does not take calls and i would have to leave a message and he will call me back. HOW MANY MESSAGES DO YOU HAVE TO LEAVE AND WHY CANT A CUSTOMER SERVICE REP ANSWER CUSTOMER QUESTIONS?
the customer service is useless. tried calling so many times and got no help. agent kept saying she will call me back by the ending of her business day and that never happened. had to call her several times. rude and unprofessional. will never buy from them again!